Massive bill from t-mobile

tigerlily59

My husband works in europe a lot, when he is there he cannot access the internet unless he buys a booster (t-mobile, they let you know automatically) this he has always done, when he has used all his usage his mobile network drops and he has to buy another. He was there this week end and tried to buy a booster, he was told he didn't need one, so naturally he used internet on his phone, yesterday all our phones stopped working (we are all on the same account) when I got home from work to check my account it turned out I have been slapped with a bill for £1620!!!!! Massive shock! Got on the phone to them, which is a nightmare in itself, and another story, the upshot is that they are sending the bill for re-calculating. Trouble is I discovered from a second call to customer services that the most they would deduct is 25% - not good enough!! I asked how this could have happened because it clearly states on their web site that you cannot access the internet in Europe without a booster to prevent high charges - it won't work, and never has done all this time he has been backwards and forwards to Europe (I was also informed of this, by them, a year ago when my husband first got his smart phone). She basically said that was rubbish - I told her to check her web site, she came back to me and said sorry, you are correct it does say that!!! Told me to write to complaints - which I have done. The thing is I am still worried in case I have a fight on my hands, my husband is still abroad, none of our phones work - has anyone else had a similar experience and what was the outcome? Any advice?

Thanks

Michelle

Guys_Dad

Lots of other threads on here on same matter.

I'm no expert, but someone who is will come along (Grumbler??) who will post a link about an EU data cap - assuming husband was in the EU, of course.

Basically - unless you override it by requesting a bundle/package - the limit is about £44, but read up on it and see if applies to your case.

tigerlily59

Thanks for replying, and yes he was definitely in the EU, because he works there a lot it was something I checked on with them when he first got a smart phone, they assured me he couldn't run up a large bill because of the lack of access until you buy a Euro booster, their web site backs this up.

Incidentally, he did text for one when he got off the boat but the text came back saying he didn't need one, which is what happens when he still has some left from a previous one.

He has been doing this for over a year with no problems, this is so frustrating and upsetting, I just hope I can sort it out.

Regards
Michelle

grumbler

Guys_Dad wrote: »

Lots of other threads on here on same matter.

I'm no expert, but someone who is will come along (Grumbler??) who will post a link about an EU data cap - assuming husband was in the EU, of course.

Basically - unless you override it by requesting a bundle/package - the limit is about £44, but read up on it and see if applies to your case.

If there was no any active data roaming bundle in place the cap ("monthly default cut-off limit") is €50: http://en.wikipedia.org/wiki/European_Commission_roaming_regulations

However, t-mobile say that you cannot use internet abroad without a 'booster' (=bundle), so IMO the EU cap doesn't apply.

The good news is that t-mobile say that you cannot spend on data more than you prepaid. However, it is not very clear:

We make sure that you always know how much your internet use is costing you. So, when a Booster runs out or expires you simply buy another. That way you’ll always know exactly how much you are spending.

BUT

If you do go over your data allowance, you’ll receive a text message to let you know.

tigerlily59

Yes, that one bit they put in about texting is a bit odd, the next paragraph says

If I go over the data allowance what will I be charged?You can’t go over the data allowance and you won’t be charged anything until you buy another Booster. If you reach the data allowance you will have to buy another Booster to continue using the internet. This means you can never unknowingly run up a large bill.

So going on past experience over the last year, when my husbands booster runs out his mobile internet connection drops, and he has to purchase another booster to reconnect.

Still not heard from t-mobile customer complaints, so as it stands the bill is still there, but the phones have been reconnected, but without mobile network - all very strange!

Michelle

reclusive46

What country was he in?

tigerlily59

Germany, Netherlands, Belgium. Just been checking back bills to see if there has ever been any european mobile data, if it is possible to run over - there has never been any at all, as he says when his booster runs out it disconnects him, but what there is on about 6 bills is data usage charges - country USA!! He's never been to the USA, so somethings wrong somewhere. Still waiting on t-mobile.

edinburgh2011

i can't help myself - unless he told you he'd gone to the eu but in fact he'd gone to the usa.

diamonds

Why write, T-mobile online complaints:
http://www.t-mobile.co.uk/service/contact-us/email/comments/

diamonds

edinburgh2011 wrote: »

i can't help myself - unless he told you he'd gone to the eu but in fact he'd gone to the usa.

LOL he could be a millionaire lying he's away to work but have a second wife/family in USA !

tigerlily59

Ha ha, yes of course, I never considered that. I'll deal with him when he gets home